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Operations Support Specialist
3 weeks ago
Job Description
The Operations Support Specialist (Fixed Term Contract) is responsible for the operational support tasks which underpin our software, and ensures our client accounts work in a manner which meets their objectives
This role is tasked with ensuring account excellence for the duration of the contractual life cycle, in relation to a prescribed sub-set of tasks
Responsibilities:
Operations management for recurring change requests
Manage assigned account update tasks to ensure a successful outcome for internal and external customers Resolve queries related to assigned account update tasks, escalating to senior management as required Action any account update tasks, according to the agreed team processes and procedures, and within the specified timescalesOperational organisation, planning and monitoring
Update timing plans according to SLAs and in conjunction with resourcing managers and other key stakeholders Ensure all account update schedules are updated in the Operations Schedule and JIRA Monitor and track the progress of assigned operational tasks against the planned time, ensuring timely communication in relevant Slack channels Follow the team’s best practices for all operational tasks at all timesRisks and issue management
Analyse risks and issues, communicate avoidance and take mitigating actionsChange control and ad hoc requests
Highlight and help to resolve any deviations from the agreed scope of planned maintenance tasks Highlight any ad hoc requests to prevent deviation from contractual scopeProcess improvement and value-added services
Take ownership for your own knowledge enhancement related to Profitero products & services Highlights potential opportunities for improvement and participates in improvement initiativesQualifications
Education & Experience
Experience in a technical support role or a related field Experience of owning and delivering an initiative in an operations environment Sound understanding of eCommerce, eBusiness tools, architecture, document management and database managementSkills & Abilities
Microsoft Project, Excel and Word at intermediate level Excellent organisational skills, decision-making, problem-solving and negotiation skills Ability to prioritise workload Multicultural awareness Excellent communication skills (including a good standard of written and spoken English)Aptitudes
Self-motivated and goal-oriented Excellent interpersonal skills Ability to work in a matrix structure and inspire high team spiritBehavioural
Dynamic and initiative-taking personality Good adaptability and flexibility Ability to work well within a team environmentPerformance
Adherence to agreed team procedures and delivery of maintenance tasks on time, to the agreed specification, timings and budgetContacts
Project office team, Sales team, Account Management team, Insights team, Product team, Data Acquisition team, Data Enrichment team, QA team
In addition, the following will be an advantage:
High level of education in a mathematical or technical field Experience of supporting SaaS solutions for customers Experience working with global clients and international colleagues. Second European LanguageThe above lists are not exhaustive and the job holder is required to undertake such duties as may reasonably be requested within the scope of the post.
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